2016 will be remembered as a year in which multiple new technologies give us the chance to redefine the customer experience (CX). Not since the launch of the iPhone in 2007 and the App Store in 2008 has a truly landscape-changing technology disrupted big business and our cultural expectations. In 2016 we will see not just one, but multiple such technologies. Virtual reality (VR), augmented reality (AR), robotics, and the Internet of Things (IoT) hardware solutions are entering the mainstream. Each one of these technologies takes CX out of our pocket and off the mobile screen, inserting our digital lives into the world around us and generating vast amounts of data. Businesses will have to adapt to a world in which the customer journey is nonlinear and there is a constant shift between online and in-person interactions.
At Solstice we are looking forward to 2016 with an eye towards how these new technologies and trends will come together to push us further towards the “Post Mobile Era.” This new landscape gives us the opportunity to redefine CX with human-centered design processes and help businesses disrupt themselves by adopting the Agile methodology.
Here are Solstice’s 3 business imperatives for the enterprise in 2016:
- Customer Experience is King
- Embrace the Post Mobile Era
- Disrupt Yourself
Read our detailed guidance on each of these including five things you can do right now here.
